Overview
Ms C's children were removed from a School (School X) in Comhairle nan Eilean Siar (the Council) area, and Ms C was unhappy about the standard of communication from the Council in response to her concerns about this. Following completion of the Council's complaint procedure, Ms C complained to the Ombudsman that the communication during the complaints process and following the Council's final decision was also inadequate.
Specific complaint and conclusion
The complaint which has been investigated is that communication from the Council in response to Ms C's concerns about her children's removal from School X and the subsequent handling of her complaint was inadequate (upheld).
Redress and recommendations
The Ombudsman recommends that the Council:
- (i) ensure that information given to complainants at the end of each stage of the complaints process is sufficient to allow them to consider whether or not to proceed;
- (ii) emphasise in guidance to relevant staff that when faults have been identified, consideration is given to making an appropriate apology and information given of any action taken to improve Council process and procedures as a result of their complaint; and
- (iii) formally apologise to Ms C for the failing identified by the Panel on 2 December 2005.
The Council have accepted the recommendations and will act on them accordingly.